About third-party messaging
Genesys Cloud third-party messaging allows agents to respond to interactions from various third-party messaging applications. Genesys Cloud currently supports Apple Messages for Business, Facebook Messenger, Instagram Direct Messages, Social Messaging, X (Twitter) Direct Messaging, and WhatsApp. Third-party messaging shares the same features and capabilities as the other Genesys Cloud messaging channels that use ACD messaging to enable agents to respond to customer interactions. Third party messaging is available with Genesys Cloud CX 2, Genesys Cloud CX 3 and the Digital Upgrade.
Overview
Learn more about Genesys Cloud’s support of third-party messaging.
Message and in-queue flow routing
Learn about message and in-queue flows and routing using Architect and Genesys Cloud.
Apple Messages for Business
Set up and configure ACD messaging to work with Apple Messenger.
Set up and configure ACD messaging to work with Facebook Messenger.
Set up and configure ACD messaging to work with Instagram direct messages.
X (Twitter)
Set up and configure ACD messaging to work with X Direct Messaging.
Set up and configure ACD messaging to work with the WhatsApp messaging.
Social messaging
Set up and configure social listening and escalation rules for social messaging.
Work with bots in message interactions
Use Genesys Bot Connector to call your own bots in Architect message flows. Set up quick replies and cards in bot conversations.
Work with message interactions
Agents answer, respond to, and complete message interactions with customers.